HMO Call Center Team Leader

iCare HMO; Makati; On-site; PHP 391,000 - 670,000; Full time

Job summary

iCare HMO is seeking an HMO Call Center Supervisor to lead daily operations, ensure accurate benefit information, and meet performance targets. The role involves supervising agents, monitoring KPIs, handling escalations, and coordinating with Medical Services, Claims, and IT to maintain service quality.

The ideal candidate has experience in HMO operations and healthcare customer service, with strong leadership and analytical skills to drive improvements and maintain data privacy compliance.

Qualifications

• Bachelor’s degree in nursing, or any medical allied course.
• Experience in HMO operations, healthcare customer service, and call center supervision.
• Strong leadership, communication, analytical, and problem-solving skills.
• Knowledge of HMO benefits, medical authorization processes, and call center performance metrics.

Responsibilities

• Oversee daily call center activities, staffing, queues, attendance, and schedule adherence.
• Supervise, coach, and evaluate team leaders and agents to improve performance.
• Monitor service level, abandonment rate, quality scores, and customer satisfaction.
• Investigate complaints, resolve issues, and endorse complex cases promptly.
• Ensure adherence to HMO policies, SOPs, and data privacy requirements.
• Coordinate with Medical Services, Provider Network Management, Admissions, Claims, Reimbursement, Sales and IT teams.
• Coordinate technical issues, downtime procedures, and monitor backlogs.
• Prepare operational and incident reports and action plans.
• Identify gaps and recommend improvements to enhance service quality and efficiency.

Skills

Leadership

Communication

Analytical thinking

Problem solving

HMO knowledge

Education

Bachelor’s degree in nursing or medical allied course

Job description

iCare HMO is seeking an HMO Call Center Supervisor to lead daily operations, ensure accurate benefit information, and meet performance targets. The role involves supervising agents, monitoring KPIs, handling escalations, and coordinating with Medical Services, Claims, and IT to maintain service quality.

The ideal candidate has experience in HMO operations and healthcare customer service, with strong leadership and analytical skills to drive improvements and maintain data privacy compliance.